New invoice layout doesn't show shipping line item?

I appreciate you for reporting this issue, @novalume.

I'm here to share initial troubleshooting steps to resolve the missing shipping line item in your printed invoice in QuickBooks Online (QBO) and route you to our Support Team for further help. 

Seeing the shipping fee line item in your invoice window but not in the printed or PDF version is an unexpected behaviour and this could be a temporary browser problem. To isolate the issue, I'd recommend accessing your account through your browser's incognito mode first. 

• Google Chrome: Ctrl + Shift + N
• Microsoft Edge: Ctrl + Shift + N
• Firefox: Ctrl + Shift + P
• Safari: Shift + Command + N

After this, save the invoice at issue to PDF. If this works, proceed to clear your browser's cache. This process will remove and fix specific issues and help the program run optimally. Additionally, you can use other devices and supported browsers to ensure everything works as expected.

I'd also recommend updating your Adobe Reader since it's the usual PDF viewer for Windows browsers. 

If the problem persists even after these steps, I'd encourage contacting our Support Team for live assistance. This way, they can pull up your account and further investigate what's causing the issue. Here's how you can reach out to them: 

1. In your QBO account, go to Help (?).

2. Select either of these tabs:

• Assistant tab and type Talk to a human.
• Search tab and click on Contact us to connect with a support expert.

3. Choose how you want to reach us (phone or chat).

For Plus, Essentials, and Simple Start users, support is available Monday through Friday from 6 AM to 6 PM PT and Saturday from 6 AM to 3 PM PT. For Advanced users, support is available any time and any day. 

For future reference, let me add this article as a guide in recording customer payments in QBO: Record an invoice payment. 

We'll be here in the Community if you have further updates about the shipping fee line item not displaying on the printed and PDF versions of your invoice in QBO. We're committed to offering ongoing support.

I tried all the suggestions and the shipping and tax fields are not showing on customer's PDF's.

We need this to work as soon as possible.  Can you help?

We acknowledge all your efforts to get the shipping and tax fields to appear on the PDF (invoice), mbutler22. Let me connect you to the appropriate channel that can promptly address your concerns.

Based on the situation, we recommend contacting our QuickBooks Online (QBO) Care Team. They can conduct a screen-sharing session to investigate why the shipping and tax fields are not appearing on your customer's PDF. Our experts will guide you in implementing the permanent solution once it's available.

Here's how:

1. Head to the Help icon in the upper right to display the support window in your company.
2. In the Assistant tab, enter a brief description of your concern in the Type something bar.
3. Click the Get help from a human link to see the support options.
4. Choose Chat to initiate a conversation and Callback to speak with an agent.

You can review this article to learn more about the best time to reach out to our support team: QuickBooks Online.

For future use, feel free to review these sources if you need more information about customizing your sales forms, features included in the new invoice layout, and managing customer payments:
 

• See what’s new with estimates and invoices in QuickBooks Online
• Customize invoices, estimates, and sales receipts in QuickBooks Online
• Record invoice payments in QuickBooks Online

Stay in touch if you have other sales-related concerns or additional questions about the product. I'll get back to help you the best that I can. 

I have contacted quickbooks expert humans to help with this issue, and they are stumped as well.

The shipping line is still not showing on invoices.  This update has been a nightmare.

Any other suggestions?

@mbutler22 Freshbooks, Xero, Zoho, Taxdome, Netsuites... those are our team's suggestions.

Customers have let Quickbooks know since last that the new invoice layout is broken, and yet they forced it on all of us anyway. 

If you want stability or at least a software that isn't committed to permanently removing essential features, it's time to move on to another program.

We have the exact same issue. Google AI suggests turning on the Shipping content in Settings/Account and Settings/Sales/Sales form Content.    Ours was on. I tried turning off, saving, then turning back on, saving and it still does not work.

This is a customer facing issue and needs to be resolved ASAP.

Thanks for joining this thread, Kevin-Kay.

I want to make sure you're able to add the shipping line item to invoices in QuickBooks Online. 

To rule out any browser related issues, were you able to try the troubleshooting steps to clear the cache? If so and the issue is persisting, I recommend reaching out to the QuickBooks Online Support Team if you haven't already. Agents have specialized tools, like the ability to share your screen, to take a more in depth look to determine what's causing the issue. They'll also be able to get this escalated if need be as well. 

Here's how to get in touch with the team:

1. Click the Help (?) button.
2. Select either tab to get started:
  - Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
  - Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
    a. Start a chat with a support expert.
    b. Get a callback from the next available expert.
 

The following article provides these steps if you ever need them again in the future: QuickBooks Online Support

Please feel free to drop a comment below if you have any other questions. I'll be here to help in any way that I can.

Yes, I tried everything I could find...   I think I have a resolution for the group.

We have been using SOS generated invoices for years without fail, so this happened only after the invoice updated from QB. Even when you try to print a PDF of an invoice, the shipping line is not there, but the total is correct. This happens to the invoice that is sent to the client too. The customer payment option - Shipping Fee is turned on for the invoices.

What I did was enter an Invoice manually by doing the following:

• Click Sales, then collapse the side menu which allows the "+" to be available
• Click +/Invoice/Manage/Payment Options/Shipping Fee.   Mine was OFF by default?!?!?
• Save, but I cancelled out of manually entering the invoice.

Now when I print the previously generated invoices from SOS, the PDF worked!  I think it's because the default is set differently than the one that is auto generated and imported to QB. Obviously, this is still a bug but for now this seems to work.

I appreciate you sharing this info, Kevin-Kay. These steps will serve as a useful workaround for others on this thread while the issue with the shipping line is being looked into. 

Don't hesitate to reach back out if you have questions about anything else. Take care!

It's horrible! I contacted 2 Quickbooks team members and neither could figure out the problem and fix it. Meanwhile we need to charge our customers for shipping and there still is no tab to input the charges. Very frustrating to say the least as I too followed all of the steps suggested. 

@123145839458649 Please post your complaint to social media where Intuit actually cares about their reputation. Twitter/X or LinkedIn are top options. As you can see, Quickbooks has not taken customer complaints on this forum seriously. However it seems that they only take action based on feedback on social media.

And then, call the Quickbooks sales team, tell them your problems with the new invoice layout, and let them know you will be considering cancelling your QBO subscription if these issues aren't fixed by the next billing cycle.